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Project manager

Work Experience

Vodafone Pty LTD (Beginning February 2002 – April 2003)
Sydney
Business Analyst/Project Manager
Implementation of Vodafone Prepaid Call Centre, Hobart, Tasmania

Responsibilities
Project Initiation - Provided initial Business Case documentation including time, costs and estimates
for approval by Directors
Documentation of key deliverables, dependencies, assumptions and overall project approach
Risk Management – analysis and recommendations
Communication - Responsible for all project communications both within the Project team and the rest of the business
Quality Management – ensuring quality is maintained throughout lifecycle of the project
Vendor Management – initial analysis of cost, time and quality for selection followed by management
Managing Costs - Responsible for $A4.5million budget
Resource Management – including vendors and key stakeholders
Vodafone Pty Ltd (March 2001 – January 2002)
Sydney
Customer Service Project Manager

Achievements
Project ROAD TRIP
Successfully coordinated the relocation of 230 Customer Service staff between two of Vodafone Australia’s call centre sites.

Project PRACOM
Researched and authored the Prepaid Support Evaluation Project Brief for bringing all aspects of Vodafone’s Prepaid operations in-house

Project PRIVACY
Responsible for ensuring Vodafone’s Customer Service division was compliant with the new Australian government Privacy regulation laws. Created, set up and trained the new Privacy Call centre group in Australia.

Project MARSH
Successfully implemented the customer service outsource of Vodafone Australia’s new insurance provider.





Responsibilities
· Deliver projects on time, within budget, and to a level of quality acceptable to stakeholders through utilization of MS
· Project.
· Adherence to project management methodology
· Effective and efficient Co-ordination & implementation of projects and processes within Vodafone Customer Operations
· Deliver projects in line with Vodafone’s Project Methodology
· Manage Stakeholders requirements and expectations
· Effective use of resources from within Customer Operations and other divisions
· Keep up to date with Customer Operations business objectives, now and in the future
· Accurate Representation of Customer Operations requirements
· Deliver projects with consistency
· Deliver projects to agreed objectives whilst representing the needs of Customer Operations
· Research
Vodafone Pty LTD (December 2000 – February 2001)
Sydney
Corporate Relations Trainer (Solutions Team)

Achievements
· Development and delivery of Corporate Procedures and Systems training for all Vodafone Australia Customer Service Consultants
· Development and delivery of CAPS (Specialised Corporate Billing system)
· Corporate Relations Policy and Procedure documents
Responsibilities
· Corporate Gemini Training for new consultants (Gemini – Vodafone’s customer contact/billing system)
· Multi BEN Gemini Training (complex multi-level account and billing structure)
· Delivery of CAPS training
· Extranet/INTEweb/WEBmanager (Corporate on line billing system) training for all Corporate Relations Consultants
· Procedural training
· Gemini 3.65 Upgrade Training for both Corporate Relations and Upgrades Consultants
· Globalstar International Roaming Training
· Writing and delivering Gemini Ad-Hoc Report Training
Vodafone Pty LTD (December 1999 - November 2000)
Sydney
Corporate Relations Consultant

Achievements
· Took on a portfolio, which had not been collected on for many months. Successfully reduced substantial debt across whole Aged Trial Balance. Consistently achieved Debt Management targets.
· Successfully collected debt from Unisys which had never been effectively collected before, through pro active actions
· Built strong client relationships and rapport with my Corporate clients
· Corporate Gemini Super-User
Responsibilities

· Maintaining and servicing a portfolio of Key and Major clients (Key Clients: 100+ connects, Major Clients: 20 - 100 connects) Portfolio included: UUNET, G E Medical, Allen Allen & Hemsley, Allianz Australia, Westpac, Capral Alluminium, Taubmans, Thorn Australia, Unisys, Deutsche Bank, Ozemail, Jalco, Gateway, Rivkin Group, Crown Equipment
· One-stop shop/contact for Corporate Clients, client visits and building rapport
· Supporting the re-signing of contracts of Corporate Clients
· Cost centres and billing structure to clients specifications
· General Maintenance of accounts including monthly reporting; billing, network, operational & product enquiries; managing collection activities; finance maintenance; monitoring provisioning of new connections; retention
· Co-ordinating and liasing with other departments


Vodafone Pty LTD (June 1999-December 1999)
Sydney
Customer Relations Upgrades Consultant
Hutchison Telecoms (January 1997 – February 1999)
Sydney
Customer Service Representative, Supervisor and Trainer

Achievements

· Successfully delivered telecommunications training to new Sales Account Managers
· Developed and documented Customer Service procedures
· Proactively developed and implemented multiple new forms for use by both customers and internal staff
Responsibilities
· Provide optimum customer service to a wide selection of the corporate and residential market
· Problem solving
· Operational issues involving hardware and network issues
· Face-to-face and call centre customer service environments
· Took ownership and resolved escalated customer issues by liasing with many different departments
· Performed supervisory duties
· Trained new employees
· Involved in administration
· As a part of the front line customer service, I trained new sales staff of the policy and procedure and the role of the service provider in all facets of the mobile phone industry

Education

CURRENT COURSES

Project Management Diploma
University of New England, Australia
By correspondence

EDUCATION

2003 Salamanca Training Centre (recognized under the Australian Qualification Framework)
Certificate IV in Frontline Management

1996 - 1999 Sydney University, NSW, Australia
Bachelor of Arts
1988 – 1995 Pymble Ladies College, Sydney, Australia
Years 5 – 12
Silver Duke of Edinburgh award
School Colours for Tennis and Netball

Skills

SYSTEM KNOWLEDGE

MICROSOFT APPLICATIONS
· MS Project
· MS Word
· MS Excel
· MS PowerPoint
· MS Outlook
· MS Internet Explorer

VODAFONE SYSTEMS
· GEMINI (Super User)
· ISAAC
· ORACLE
· CAPS (Corporate Billing System)
· GEMINI Reports
· ARGUS

Languages

English, Basic French and Italian

Other

OTHER ATTRIBUTES
· Strong people/communications skills
· Ability to adapt to change
· Team orientation with ability to work well with all areas of business
· Strong interaction skills
· Planning and organisation skills
· Ability to work with people at all levels within the organisation

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